Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been paid for insurance threw Boost ***** since I had my phone when summitting a claim they will not honor. I was also told they see that I was paying for insurance, but someone did not add the insurance, or I declined to get it I would have never declined to get the insurance because of the type of job my husband does. I spoke to a supervisor and told him to show me proof your phone call supposed to be recording he said it's nothing he can do but give me my money back for the insurance I paid for my old phone because they never transferred the insurance to my new phone

  Business Response

  Date: 12/03/2024

  December 3, 2024
  
  
  
  Ms.****** ******
  ***************
  *************************
  
  Re:          BBB Complaint #********
  778072506959 - *************
  
  Dear Ms. ***************** November 27, 2024, we received your complaint, dated November 26, 2024, filed with the Better Business Bureau.
  
  You said that you purchased a new device and unbeknownst to you, the insurance plan was not added. You indicated that you were not aware you did not have the device insurance until your claim was denied. 
  
  My attempt to reach you by phone today was unsuccessful, and I left a voicemail asking you to contact me.
  
  A review of your account reveals that you did not add on our insurance plan for your new 2023 Moto Razr (XT2323-2). Please contact me directly at ************* to address your concerns.
  
  Sincerely,
  
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  *******************************************;
                  ******, CO 80210
  
                  ***** *****
  
  

• Initial Complaint

  Date:11/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched to ******* wireless in October and the other 2 lines on November 5th and then the last one on November 17th. Received a confirmation email that my phone numbers were ported on November 18th. Boost mobile still took out a 104 payment even though we had already cancelled the services they claimed we didnt cancel however we are using the phone numbers on ******** network how is that possible to not have cancelled but be using a different phone company network. I first called on November 21rsy and was told they would give me my refund once the payment was posted with the bank and not pending status called today the 24rth since it posted and was told by a manager named ********* that she was unable to issue my refund that there was nothing she could do. How is it they are charging me for services that Im paying for with ******* that is like double charging me. Boost is stealing my money

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  
  
  Ms. ******* *****
  ******************
  ********, ** 77571 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. **************** November 25, 2024, we received your complaint,dated November 24, 2024, filed with the Better Business Bureau.
  
  You said that by November 17, 2024, you had ported all your phone lines to *******;however, a payment was still taken. You requested a refund, but it was denied.
  
  As stated in the message I left for you earlier today, it is Boost Mobiles policy that once a payment posts to an account, it becomes nonrefundable. However,after completing a review of your account records, I agreed to issue a refund for the payment made on November 22, 2024, for $104.00. Please allow 14 business days for processing.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:11/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/13/24 I purchased a ******* S24ULTRA from boost mobile for $1447.24. The initial email I received informed my id get updated info on tracking within 24hrs. When I chatted with customer service I told it's be *****. When I chatted with them again I was told it might be 10days and if i didn't have tracking info by the 25th to reach back out. I've never gotten a clear answer

  Customer Answer

  Date: 11/25/2024

  Update on what infield with boost mobile. In my original complaint I asked for my order to be delivered immediately. I received a email stating that my order was to handed over to ***. I chatted with a customer service *** today and cancelled my order. I received a email stating to return the unit for a refund customer service *** told me to disregard the email and that they reached out and when the unit was back in the possession id receive my refund within 7 to 10 business days. I have not received a confirmation email but I've chatted and saved screenshots.

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  
  
  Ms. ***** *****
  **********************************************************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. **************** November 20, 2024, we received your complaint,dated November 20, 2024, filed with the Better Business Bureau.
  
  You said that you ordered a phone on November 13, 2024, and received an email stating you would receive tracking information within 24 hours. However, as of November 20, 2024, you have not received any information regarding your order. You requested for the device to be delivered immediately.
  
  A review of the order found that the shipping date was delayed due to a lack of inventory. It was sent on November 24, 2024. When we spoke today, you said that you have since switched to ******* and you requested a refund. As the device is currently in transit by *** to be returned, a refund will be issued once it is received and inspected.
  
  We apologize for any inconvenience this has caused. 
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22581287
  
  I am rejecting this response because: I have not received a cancellation email and upon checking *** tracking a intercept notice was sent and a few mins ago I get a text saying the phone would be delivered on Fri.     I will not be at my residence due to the fact that I am on vacation and I've cancelled this order
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  
  
  Ms. ***** *****
  **********************************************************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. **************** December 3, 2024, we received your rebuttal, dated December 3, 2024, filed with the Better Business Bureau.
  
  You said that you rejected my response because you have not received a notice of cancellation and *** tracking indicates the package would be delivered on Friday, November 27, 2024.
  
  Please note that the tracking information states the package would be delivered to an address in Ft. *****, **, which is approximately 162 miles from the your residence. It was delivered to our facility on December 3, 2024.  
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22581287
  
  I am rejecting this response because: to date I have not received a cancellation email of any sorts saying my order was cancelled nor have had my $1447.24 been refunded!.    
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 12/12/2024

  And if you could they keep emailing me and I wish not to be contacted any further from boost.

  Business Response

  Date: 12/20/2024

  December 18, 2024
  
  
  
  Mr. ***** *****
  **********************************************************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Mr. **************** December 16, 2024, we received your second rebuttal,dated December 16, 2024, filed with the Better Business Bureau (BBB).
  
  You said that you continue to receive email messages from Boost Mobile and you requested they stop.
  
  I removed your email address from our system;therefore, new messages will no longer be generated. However, please allow for any messages that were pending delivery prior to the removal.
  
  Please note: we are required to respond, in writing,to BBB complaints, which is the purpose of this letter.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue: Boost Mobile has failed to unlock my phone.I have been a customer of ********************************************* since 2015. No bill was ever paid late, all of my responsibilities as a customer were meet in ******* June of 2024, I closed my account with ********************************************* and asked that my phone be unlocked as provided by law. Boost Mobile failed to unlock my phone despite repeated requests.I contacted the *** due to Boosts failure to unlock my phone. (FCC Complaint #******* July 6, 2024) Boost Mobile responded by sending me to a third party scammer website that claims to unlock a phone for a fee paid by my credit card.Boost Mobiles next excuse was that the phone had been locked by Sprint, the previous owner of Boost Mobile. Next, Boost Mobile stated that the phone was actually locked by ********************. I contacted ******************** and spent considerable time with their support technicians who stated that ******** had not locked the phone, and that the phone could only be unlocked by the carrier. Boost Mobile continues to try to shift blame to ******** for the locked phone, but Boost Mobile is unable to provide any evidence of locking by *********When it became apparent that Boost Mobile had no interest in actually fulfilling their legal obligation to unlock the phone, I had to purchase a new, unlocked phone at a cost of $264.99. Boost Mobile did in fact issue a credit for $60 to my credit card. Apparently they still have my credit card information on file even though I am no longer a customer.I am requesting that my cost to recover from Boost Mobiles failure to comply with their legal obligation to unlock my phone be covered in full, ($264.99 - $60 = $204.99) Boost Mobile is entirely responsible for unlocking the phone, and after wasting a considerable amount of my time with their antics, I need to be made whole again from their damage. Thank you.Attachments: Sales receipt for phone

  Business Response

  Date: 10/04/2024

  October 3, 2024
  
  
  
  Ms. ****** ******
  ************************
  Old Forge, ** 18518 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ***************** October 2, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
  
  You said that we have not unlocked your phone. You demand compensation for the $204.99 you paid for the phone you purchased to replace the phone in ************ indicated that we have not met our legal obligation to unlock the phone.
  
  Your contention that we have not met our legal obligation is inaccurate, since your phone was unlocked and released from our system on July 22, 2024. As I stated in previous responses to complaints you filed, the manufacturer of your phone, ********, requires an additional code to complete the process for use on another carriers network. You will be prompted to input this additional unlock code, *******, ONLY after you insert the *** card from another carrier. Until this is done, the phone might indicate that it is still locked by us, but this is only because you have not completed the process. I strongly recommend that you obtain a *** card from another carrier,insert it into your phone and input the unlock code.
  
  Your request for compensation is denied.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22370818
  
  I am rejecting this response because:

  I tried the unlock code using the current SIM that works in my new phone. This did not unlock the phone.

  I tried the unlock code with a brand new SIM from the current carrier. I have a new SIM card from the current carrier because, in July, Boost Support insisted that the problem was caused by a defective SIM card, forcing me to purchase a new SIM card from the current carrier. I have not included this extra cost to me in my petition for reimbursement for damages from Boost Mobile.

  In the last 4 months, Boost Mobile has failed to unlock the phone that I purchased from them. This necessitated the purchase of a new unlocked phone.

  In 10 years as a Boost Mobile Customer I paid my bill on time, each time, every time and fulfilled my responsibilities as a customer.

  I have spent a huge amount of time with Boost Mobile Support trying to resolve this issue both online and physically going to the Boost Mobile store. I have incurred costs in both dollars and time.

  Boost Mobile has sent me to a scammer website, tried to shift blame to Sprint, ********, and now, the customer.

  At this point in time, the actual unlocking of the phone has become irrelevant. I had no intention of asking for damages when I started this process in June. However, the continued shabby treatment from Boost Mobile has motivated me to seek damages. The amount I seek is for the cost of the replacement phone. It does not include all the associated incidental costs. I should be made whole again in the amount of $204.99 ($264.99 - $60) even though my actual costs are higher.

  Thank you

  Sincerely,
  
  ****** ******

  Business Response

  Date: 10/21/2024

  October 21, 2024
  
  
  
  Ms. ****** ******
  ************************
  Old Forge, ** 18518
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ***************** October 18, 2024, we received your rebuttal, dated October 18, 2024, filed with the Better Business Bureau.
  
  You continue to demand reimbursement of $204.99 for the phone you said you had to purchase because your old ******** G stylus 5G is still locked, although you have inputted the ******** unlock code.
  
  As stated in my responses to your previous complaints, your contention that we have not met our legal obligation is inaccurate, since your phone was unlocked and released from our system on July 22, 2024, there is nothing more that we can do. Therefore, your request for compensation is once again denied.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22370818
  
  I am rejecting this response because:

   I tried the unlock code using the current SIM that works in my new phone. This did not unlock the phone.
  
  I have gone to the Boost Mobile store and staff there was not able to unlock the phone using the unlock code provided by Boost.
  
  I tried the unlock code with a brand new SIM from the current carrier. I have a new SIM card from the current carrier because, in July, Boost Support insisted that the problem was caused by a defective SIM card, forcing me to purchase a new SIM card from the current carrier. I have not included this extra cost to me in my petition for reimbursement for damages from Boost Mobile.
  
  In the last 4 months, Boost Mobile has failed to unlock the phone that I purchased from them. This necessitated the purchase of a new unlocked phone. I purchased the original phone from Boost Mobile. Boost Mobile is responsible for unlocking the phone. If it can not be unlocked, then Boost Mobile sold me a defective phone, and they are responsible for associated costs.
  
  In 10 years as a Boost Mobile Customer, I paid my bill on time, each time, every time and fulfilled my responsibilities as a customer.
  
  I have spent a huge amount of time with Boost Mobile Support trying to resolve this issue both online and physically going to the Boost Mobile store. I have incurred costs in both dollars and time.
  
  Boost Mobile has sent me to a third party scammer website, tried to shift blame to ******,********, and yet still claims the phone is unlocked. Boost Mobile is responsible for unlocking the phone, not ******, not ********, not a third party scammer website.
  
  At this point in time, the actual unlocking of the phone has become irrelevant. I had no intention of asking for damages when I started this process in June. However, the continued shabby treatment from Boost Mobile has motivated me to seek damages. The amount I seek is for the cost of the replacement phone. It does not include all the associated incidental costs. I should be made whole again in the amount of $204.99 ($264.99 - $60) even though my actual costs are higher.
  
  
  Thank you
  
  
  Sincerely,
  
  ****** ******

    

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone and service from a local Boost Mobile store on 9/8/2024. I have had several issues with the function of the phone all reported to the local store. Troubled with all the issues of the phone and not receiving adequate service or explanation for all the issues from the local store. Frustrated, I contacted ******* the phone maker and they suggested to take the phone back to the store. The store techs are unconcerned and dismissive as they were in the begining. My concern is the phone is faulty and or a refribushed phone purchased as new. I should not have so many issues with a phone just in two weeks. While, I have received 3 months of credit from the office of Boots Mobile. I have no confidence in the local store where the phone was purchased. Further, I believe based on my experience with the phone that it is a faulty phone. The credit on a faulty phone is not a solution for the future use of a problematic phone. I did not receive a contract from the store even though I requested one. Their receipt has no phone number and they are now not responding to my calls (I had to ****** their phone #). I want a proven new phone and an adjustment on the monthly bill service as indicated in the begining. I believe Boost headquarters should be concerned as to what their local outlets and how they operate and deal with the community customers.

  Business Response

  Date: 09/20/2024

  September 18, 2024
  
  
  
  Ms. ******** *****
  ******************************************
  ************************;
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20788
  
  Dear Ms. **************** September 17, 2024, we received your complaint, dated September 17, 2024, filed with the Better Business Bureau.
  
  You said that you purchased a phone from a Boost Mobile retail store and you have encountered several issues that you reported back to the store; however, they have not been resolved. You contacted ******* and they advised you to return the device to the store.
  
  When we spoke on September 18, 2024, I informed you that Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. I will pass your complaint along to our retail store escalation team for further review.
  
  You also mentioned you were supposed to be on a more affordable service plan. I explained that some devices are sold at a heavy discount and require a higher service plan. As an exception, I will request to have your service plan switched to our $25.00 Unlimited Talk, Text and with 30 GB Data.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:09/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered by BBB staff DC. Consumer states on August 21 she thought she lost her phone and went to the Boost Mobile store in *********, ** to tell them. They suggested for her to get a 2nd line, which she did. They would cancel the other line. She found her phone the same day and called them to cancel the 2nd line. They have charged her $88.00 for a phone she tried to cancel within 24 hours. They will not cancel the line until the following billing period.

  Business Response

  Date: 09/18/2024

  September 17, 2024
  
  
  
  Ms. ***********************
  *************************
  ************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20670
  
  Dear ****************:
  
  On September 16, 2024, we received your complaint, dated September 12, 2024, filed with the Better Business Bureau.
  
  You stated you lost your phone on August 21, 2024. You then visited a Boost Mobile retail location and the sales representative suggested to open a second line and cancel the original one. However, you found your device the same day and attempted to cancel the second line, only to be told it cannot until the next billing period. You were charged $88.00, which you requested to be refunded.
  
  When we spoke on the phone today, I informed you that our records confirm a payment of $62.84 was made on August 29, 2024, towards your new service plan price of $88.00. There is also a pending disconnection of your second line set for September 29, 2024. In the interest of customer satisfaction, the line ending in 8211 will be disconnected immediately and the $62.84 payment refunded.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **********************************************
                  ******,CO 80210
  
  *********************
  

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they hide the fact that they charge you 15 days after you open your account on a postpaid account. they will not help you at all. they kept saying that a month of service was 15 days

  Business Response

  Date: 09/10/2024

  September 10, 2024
  
  
  
  ***************************************
  646 French Dr.
  ********, ** 43228 
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20220
  
  Dear ****************:
  
  On September 9, 2024, we received your complaint, dated September 7, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased phones and services through us and activated your account on August 13, 2024. You mentioned that your bill should have not been due until September 10, 2024;however, it was due 15 days after activation and your services were then interrupted early. You also indicated that you have been unable to port out your phone number. You requested a billing adjustment and assistance with your account.
  
  Our records indicate that your bill generated on August 14, 2024, with a due date of August 28, 2024. This covered services from August 13, 2024, through September 13, 2024. As we did not receive a payment by the due date of August 28, 2024, your services were interrupted on September 8, 2024. Please note that if a payment is not received by December 12, 2024, the account will be completely disconnected.
  
  Porting requires the account to be in good standings; as your account is currently not, your phone numbers are not eligible to be ported. Once you have restored services, you would then be eligible to port out your number(s).
  
  We decline your request for a billing adjustment. At this time, a payment is required to restore services.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two phones from Boost Mobile and also to plans. Since activating the phones there has been numerous problems with the service on both lines and I've had to make about eight phone calls to Boost Mobile to resolve the issue. This last time I told him I wanted a credit to my account or to cancel the service since it was the last day that I had to do so since activating the phone. I kept trying to talk to the manager and finally he said we're not doing that we're not giving you your money I will only give you a $10 credit towards your account and only towards one line and we're still having issues with the phones and I just want my money back which they are refusing to honor.

  Business Response

  Date: 09/10/2024

  September 9, 2024
  
  
  
  Mr. *************************
  ***************
  ******, GA 31632 
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20219
  
  Dear ********************:
  
  On September 9, 2024, we received your complaint, dated September 6, 2024, filed with the Better Business Bureau.
  
  You said you bought two phones and two plans, but you have faced ongoing service issues with both lines. After making several calls to customer care that did not achieve a resolution, you requested either an account credit or to cancel your service. You indicated the agent refused to provide a refund and instead offered only a $10.00 credit for one line. Despite continuing problems with the phones, we have not honored your request for a full refund.
  
  My attempt to contact you at ************* was unsuccessful, but I left a voicemail.
  
  Our records show that your issue was resolved and on September 8, 2024, you were sent an email advising you of this.In the interest of customer satisfaction, I applied a one-time courtesy credit of $32.03 to your account.
  
  We apologize for any inconvenience this may have caused.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,CO 80210
  
                 *********************
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday August 23, 2024, Me, my son and his Father went into boost mobile to add a line onto my sons phone for his birthday. We had took my old iPhone 8plus that I just paid $160 to get fixed in to get it turned on. We were assisted by the Manager *******. We told her what we wanted to accomplish so she said she can do that for us and charged us $70 for the activation fee and for the first months bill. My sons Dad paid the $70 on his card. After paying she told us the phone was not compatible and it would not work. So because it did not work of course we inquired about getting a full refund. She said she can only give a portion of his money back for the activation fee but not for the first months bill. She said however, we could get an item off the wall to cover the $25 she couldnt give us back . But when she was challenged on why she couldnt give the full balance back she got an attitude and dismissed us. My sons father took a charger and she threatened to call the police so he gave it back and we left. The next day I took it to another phone carrier and the employee told me my phone was broke. When I called ******* to ask her is she broke my phone she admitted to it! When I asked her would I be compensated because I just paid $160 to get it fixed her response was that she would not compensate me. So in all we were robbed of $185 and were not compensated for our wasted time and money! In addition, we had to get another phone, go to another boost store and pay an additional $90 to get the phone activated with no trouble! I am very disappointed because I was nothing but nice and patient with ******* and we were robbed!

  Business Response

  Date: 08/30/2024

  August 30, 2024
  
  
  
  ***************************************
  **************************************
  *********, NC 28227
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************** August 28, 2024, we received your complaint, dated August 26, 2024, filed with the Better Business Bureau.
  
  You stated that you went to a Boost Mobile retail store to add a line for your son. You were charged $70.00 for an activation fee and the first month of service, and then you were told that the device you wanted to use was not compatible with the service. You asked for a refund from the store,but you were only given one for the activation fee. You went to another retail store where you were able to purchase a new device and activate the service. You visited a store for another carrier, and they told you the original device was broken. You called the employee at the first store who admitted that she broke the phone. You requested to receive a refund.
  
  My attempts to contact you by phone at ************** on August 29 and 30, 2024, were unsuccessful. I was not able to leave a voicemail. I also sent an email to *********************** with a request to contact me.
  
  We were not able to locate an account with the information provided; therefore, we cannot issue a refund. Please call me directly at ************** or respond to my email, to provide your account information and the information of the retail store(s) for further review. I can then submit this information to our relationship management team for investigation.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  june 25 2024 my cell phone got hacked and sim swapped so someone is getting all my texts and calls and emails and has changed all my passwords from my bank accounts down to my ******* account and then they also have my other email for the 2nd verification so i can't get into any of my accounts for anything and i called boost to cancel and shut off my acct and they said they couldn't but they would suspend it then in 90days it will be completly shut down so i opened up new bank accounts including one for my son who gets ssi and i am in charge of it and now today that new account is hacked into and the bank said it was through a cell phone that they changed my info so i called boost and told them it happened again and it needs to be completly shut off and they tell me yes in 90 days it will be. so i guess for 90 days someone else can get all my info and who knows what else they will be able to do with all my info. the phone needs to be shut off asap

  Business Response

  Date: 07/17/2024

  July 17, 2024
  
  
  
  Ms. *********************
  *******************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ***************** July 15, 2024, we received your complaint, dated July 13,2024, filed with the Better Business Bureau.
  
  You stated that on June 25, 2024, your cell phone was hacked and your SIM card swapped. You indicated that the person took control of your financial accounts, as they were able to change all your passwords, and they were able to gain access to the email address you use for two-factor authentication. You said that the account is suspended and you were informed it would be fully disconnected within 90 days. You mentioned that your bank account was hacked into twice. You requested the line be completely disconnected.
  
  While Boost Mobile regrets that your financial account was accessed, we are not liable for any unauthorized access to your third-party financial accounts. Specifically, under the Boost Mobile Terms and Conditions,Boost Mobile is not responsible for any unauthorized access, disruption,withdrawals, or other unpermitted activities in or relating to your other accounts maintained and controlled by other account providers for which you decide to use SMS two-factor authentication. Boost Mobile does not control or maintain your cryptocurrency accounts and because the withdrawal involves a separate account unaffiliated with Boost Mobile, we encourage you to contact your financial institution for more information on securing your third-party account.
  
  As requested, the line for the number ending in 9823 has been fully disconnected.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *******************, #***
                  ******,CO 80210
  
                  **************************;

  Customer Answer

  Date: 07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Thank you very much for disconnecting the line